We are rolling out Zoho for helpdesk, field manager and billing right now. On Wed, May 28, 2025, 11:07 AM Steve Jones <[email protected]> wrote:
> Kayako version we have we used for tracking project time, mutlpiple users > can update and document the project, sticking time in where it occurred. We > could report out by project by customer by service tier (MSP not ISP) etc. > It broke down by tech for spif. > Had great inbound ticket routing, clear autoresponders, and one other case > now we will need is a disclaimer to submission along the lines of "I accept > this is a billable support case and I do want to continue" > > Looking at them now it looks like a steroid version of slack, I dont want > that > > We used the shit out of the knowlege base and integrated documentation for > each MSP customer documentation and hardware config revision storage > > I got spoiled on it > > This use is MSP service and support, but tracking the sales process > > On Wed, May 28, 2025 at 7:33 AM Josh Luthman <[email protected]> > wrote: > >> Might start with what you need, like: >> >> *billable time tracking >> ??? >> >> On Tue, May 27, 2025 at 5:51 PM Steve Jones <[email protected]> >> wrote: >> >>> I know that nobody in the history of this list has ever asked about >>> ticket systems >>> >>> What a current, decent, affordable helpdesk system? >>> >>> Nothing will beat kayako ever, but ours is a very very old perpetual >>> license version and the last i looked into them it was priced out with less >>> features. >>> >>> AI is a thing now, so I guess its worth looking at that so called >>> feature. >>> >>> I used to use ours extensively, built out great customer knowlege bases >>> with interactive troubleshooting. It had good user time tracking. service >>> tiers with definable escalations and great flow management rulesets. >>> >>> The billable time tracking is an absolute must have in this use case >>> before me. >>> >>> I dont think on prem is much benefit any more unless there is still such >>> a thing as perpetual license software >>> >>> The ISP uses the powercode ticket system which is decent for >>> customer issue tracking, terrible gor general issue tracking, would be >>> square peg round hole for what i need. >>> >>> >>> -- >>> AF mailing list >>> [email protected] >>> http://af.afmug.com/mailman/listinfo/af_af.afmug.com >>> >> -- >> AF mailing list >> [email protected] >> http://af.afmug.com/mailman/listinfo/af_af.afmug.com >> > -- > AF mailing list > [email protected] > http://af.afmug.com/mailman/listinfo/af_af.afmug.com >
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